Customer Experience Lead — Fintech Complaints & Insights

Moneyfarm; Greater London; Hybride; GBP 65 000 - 90 000; Plein temps

Résumé du poste

Moneyfarm, a rapidly growing pan-European digital wealth manager headquartered in London, seeks a senior complaints leader to own the end-to-end experience for UK brands. You will own complaints end to end, drive early identification, and lead root cause analysis across front office, operations and product.

You will shape vulnerability standards, voice of the customer, and regulatory reporting, collaborating with two Relationship Managers and the UK leadership team in a new UK management

Qualifications

• Proven experience handling regulated financial services complaints end to end, including final response letters and redress decisions.
• Working knowledge of DISP, the Financial Ombudsman Service process and the Consumer Duty, and how they apply to a retail investment or pensions book.
• Experience in wealth management, investment platforms or pensions, particularly ISAs, pension transfers and drawdown.
• Experience of complaints in a multi-entity or multi-brand group.
• Demonstrable root cause analysis: evidence of finding a systemic cause and getting it fixed by another function.
• Practical experience of the FCA's vulnerable customer expectations and how they are evidenced in case files.
• Strong written English. Final response letters and regulatory submissions are a core output of this role.
• The credibility and independence to challenge senior colleagues in other functions on customer outcomes.
• Competent with a CRM or case management system and comfortable building management information from it.
• Embrace AI to enhance the CX function and processes

Responsabilités

• Own complaint handling end to end for Moneyfarm UK, Willis Owen and Profile Pensions: identification, logging, investigation, decision, redress, final response and closure, within DISP timescales.
• Drive earlier complaint identification. A third of our files show dissatisfaction expressed before a complaint was formally recognised; closing that gap is a first-year priority.
• Own root cause analysis and turn it into change. Produce a regular root cause report with named owners and dates, and hold the actions to completion across front office, operations and product.
• Own the vulnerable customer standard: how vulnerability is identified, recorded, actioned and evidenced in customer records, and the data we report on complainants in vulnerable circumstances.
• Own the voice of the customer across Trustpilot, Google and app store reviews, survey feedback and contact reason analysis, and report it to the Exco in a structured way.
• Represent the customer in product, change and launch forums, and provide a written customer impact view before launch decisions rather than after.
• Own complaints management information and regulatory complaints reporting, and support Consumer Duty outcomes monitoring and the annual board report.
• Manage Financial Ombudsman Service referrals end to end, including case files, submissions and lessons learned.
• Line manage, develop and quality-assure the Complaints Coordinator.
• Work within the FCA's rules and the firm's policies at all times, including DISP, the Consumer Duty, the Conduct Rules, anti-money laundering and customer identification procedures, and data protection.
• Work with the legal team on any escalated complaints or SAR requests (linked to a complaint)
• Comply with the Health and Safety at Work Act 1974, which means adherence to company policies and standards.

Description du poste

Moneyfarm, a rapidly growing pan-European digital wealth manager headquartered in London, seeks a senior complaints leader to own the end-to-end experience for UK brands. You will own complaints end to end, drive early identification, and lead root cause analysis across front office, operations and product.

You will shape vulnerability standards, voice of the customer, and regulatory reporting, collaborating with two Relationship Managers and the UK leadership team in a new UK management